Returns & Exchanges
We want you to love your purchase. If something is not quite right, we are here to help. Please read the conditions below carefully before returning your item.
Return Eligibility
You may return your order within 14 days of delivery, provided that:- The item is unused and in original condition
- All original packaging, tags and accessories are included
- The item is free from stains, odours or signs of wear
How to Start a Return
To initiate a return, please contact us at info@active-amsterdam.com with your order number and the reason for return. Our team will provide you with the return address and instructions.
Exchanges
Exchanges are processed as a return plus a new order. Once your return has been accepted, you are welcome to place a new order for the desired item.
Refunds
After your return has been received and inspected, we will notify you by e-mail. If approved, your refund will be processed to your original payment method.
Please allow 5–7 business days after approval for the refund to appear on your statement, depending on your bank or payment provider.Return Shipping Costs
Return shipping costs are generally the responsibility of the customer, unless the return is due to an error on our side (for example, a wrong or defective item). Any original shipping costs are non-refundable, unless required by local consumer law.
Non-Returnable Items
For hygiene and safety reasons, or due to the nature of the product, some items cannot be returned. These include (where applicable):
- Gift cards
- Final sale items that are clearly marked as non-returnable at the time of purchase
- Items showing signs of use or damage that did not occur during shipping
Damaged or Faulty Items
If you receive a damaged or faulty product, please contact us immediately with clear photos of the issue, the packaging and your order number. We will review the case and work with you towards a suitable solution, which may include a replacement or refund.
Contact
Active Amsterdam B.V.
E-mail: info@active-amsterdam.com